AI-generated ticket summaries, which are part of agent copilot, recap the public comments that have been added to a ticket so far, helping agents get up to speed and respond to customers more quickly.
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About ticket summarization
Agents can quickly get up to speed with a ticket by using the summarize feature to recap all the public comments that have been added to the ticket so far. Internal notes and side conversations are not included in the summary.
For summarize to work, the ticket must have fewer than approximately 24,000 words. Additionally, for messaging and chat tickets, summarize works only after the transcript has been added to the ticket, which happens when the conversation ends or becomes inactive. (For more information, see When do chats time out?) Summaries may also include the conversation the user had with the conversation bot before being transferred to an agent.
Turning on ticket summaries
Admins can turn on ticket summarization in Admin Center. You can find information about supported languages for ticket summarization in the Zendesk language support article.
To turn on ticket summaries
- In Admin
Center,
click
AI in the sidebar, then select Agent copilot >
Translations. - Under Ticket context, select Summarize conversations.
- Click Save.